Refund Policy

Our general policy

Truss Systems delivers custom, project-based work through a milestone billing structure. Because each milestone payment corresponds to a defined phase of work that begins promptly after payment, payments are non-refundable once work on the corresponding milestone has begun.

Before work begins

If you have made a payment for a milestone and notify us in writing before we have begun any work on that milestone, you are eligible for a full refund of that specific payment.

Once work has begun

Once our team has begun work on a paid milestone — including but not limited to planning, design, development, or any other billable activity tied to that milestone's scope — that payment is non-refundable, regardless of whether the milestone is later paused, cancelled, or the overall project is discontinued. This reflects the time, resources, and capacity already committed on our side once work starts.

This applies even if:

• Work on the milestone is incomplete at the time of cancellation
• You are dissatisfied with the direction of the work, provided it reasonably reflects the agreed scope in your proposal
• Your business needs or priorities change after the project has started

Quality and scope disputes

If you believe delivered work does not meet the scope agreed in your proposal, please contact us first — we want the opportunity to address legitimate concerns directly, through revisions or corrections, before any other resolution is considered. We are committed to delivering work that reasonably reflects what was agreed, and most concerns can be resolved through direct communication rather than a refund request.

Refunds are not provided for subjective creative or design preferences that fall within the reasonable scope of what was agreed, or for change requests that go beyond the original agreed scope (see our Terms of Service, Section 3.3, on scope changes).

Duplicate or erroneous payments

If you believe you were charged in error (for example, a duplicate payment or an incorrect amount), please contact us as soon as possible. Erroneous payments unrelated to work performed will be corrected or refunded promptly upon verification.

How refunds are processed

Approved refunds are processed through Paddle.com Market Limited, our payment provider and merchant of record, using the original payment method where possible. Processing times may vary depending on your payment method and financial institution, typically within 5–10 business days of approval.

Free consultations and estimates

Initial consultations are provided free of charge and are not a paid service, so no refund applies to them. Estimates generated by any pricing calculator on our Sites are informational only and do not constitute a payment or a binding commitment in either direction.

Exceptions

We may, at our discretion, consider exceptions to this policy on a case-by-case basis for extenuating circumstances. Such exceptions do not create an obligation to apply the same treatment in future cases.

Contact us

Please include your project name, the payment date, and a brief description of your request.